1. Is it safe to log in as my customers?

Yes. The app is designed with multiple safety layers:

1. Temporary login credentials that expire automatically
2. Automatic restoration of the customer’s original email
3. Manual “Restore Original Email” button in every step
4. Time-limited access (5–120 minutes) configured by you

Customer data is never stored longer than required to complete the login process.

2. Will my customers know that I logged into their account?

No, Shopify does not notify customers when an admin logs in using this method.

However, as a best practice, we recommend informing customers when you assist them by accessing their account.

3. Does this app work on all Shopify plans?

Yes, the app works on all Shopify plans.

However:

• Shopify Plus stores can use Multipass for instant one-click login (Legacy accounts only).
• Non-Plus stores and stores using New customer accounts will use the temporary email method.

4. What happens if I forget to restore the customer’s email?

No problem – the app automatically restores their original email after the expiration time you set (default: 20 minutes).

This prevents customers from being locked out or receiving login codes meant for support.

5. Will changing the customer’s email cause problems for them?

The email change is temporary and safe, but it’s important to restore the customer’s original email when you’re done.

If you forget to restore it:

• The customer can still request a login code
• But Shopify will send the first code to the temporary email, not to the customer
• Their first login attempt will fail because the account is still linked to the temporary email
• Once the original email is restored (manually or automatically), the customer can log in normally with a new code

To avoid confusion, we recommend restoring the original email right after you finish helping the customer.

The app also restores it automatically after the time you choose (default 20 minutes).

6. Can I choose how long the temporary email stays active?

Yes. You can configure the expiration time in the app settings:

• Minimum: 5 minutes
• Maximum: 120 minutes

Once the timer ends, the app restores the customer’s original email automatically.

7. Why does the app sometimes show “Active Login Session Detected”?

This appears when:

• A previous impersonation session hasn’t been closed
• The customer’s email is still set to a temporary email

You will be given two options:

• Continue with existing session
• Restore original email

This prevents accidental misuse or overlapping sessions.

8. Why do I need to paste the temporary email into the customer login page?

For stores with New customer accounts, Shopify uses a passwordless login system:

• Customers enter their email
• Shopify sends a 6-digit code to that email

Since Shopify controls this workflow, the app must temporarily set your customer’s email to an address we can read so we can collect the login code for you.

9. Can my team members use this feature?

Yes – any staff member with access to the Customers section and app permissions can use “Login as customer.”

You may want to limit access to trusted support agents only.

10. Does this app work with Shopify B2B stores?

Yes.

Both Legacy and New customer flows work for B2B shoppers as long as your store’s authentication method matches what Shopify supports.

If you’re on Shopify Plus and using Legacy accounts, Multipass provides the fastest experience.

11. Can I test the “Login as customer” feature without affecting real customers?

Absolutely.

We recommend creating a test customer in your Shopify admin and running through the entire process to familiarize yourself and your team.

12. Does this app store or save customer login codes?

No.

Codes are used once to complete the login session and are then discarded. They cannot be reused after expiration.

13. Will impersonating a customer modify their order history, cart, or account?

Any changes you make while logged in – including adding items to the cart, updating address info, or placing orders – will behave exactly as if the customer did them.

Be sure to only take actions you intend.

14. Can I cancel an impersonation session?

Yes.

Just click Restore Original Email & Finish at any time. If you close the window or forget, the session will self-expire based on your app settings.